The insurance industry faces significant challenges in claims processing, including error-prone manual data entry, inefficient communication, and outdated legacy systems. These inefficiencies slow down operations and lead to customer dissatisfaction and increased costs.

Virtusa, leveraging ServiceNow’s App Engine and its deep expertise in the insurance domain, provides a transformative solution that streamlines claims intake and processing through automation, AI-driven insights, and a low-code/no-code development platform. We enable insurers to improve efficiency, cut costs, and enhance customer satisfaction by reducing manual intervention, enhancing transparency, and modernizing outdated systems.

Challenges in traditional claims processing

The claims intake process is the initial point of contact between the policyholder and the insurance company. It sets the tone for the entire claims-handling experience. However, the following challenges during this process lead to delays, errors, and dissatisfaction:

Manual data entry errors

Human errors cause delays, incorrect payouts, and rework.
Data inaccuracies lead to compliance risks.

Communication breakdowns

The lack of real-time updates frustrates policyholders.
Poor transparency leads to low customer satisfaction.

High operational costs

Manual processing increases administrative expenses.
Inefficiencies slow down claim resolutions.

Compliance risks

Inconsistent data management creates regulatory issues.
Failing to meet industry standards leads to penalties.

Outdated systems and technology

Legacy systems fail to integrate with modern tools.
Scaling outdated systems requires high investment.

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